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Customer Engagement & Relationship

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Customer Engagement & Relationship

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Gain insight into a topic and learn the fundamentals.
Beginner level

Recommended experience

1 week to complete
at 10 hours a week
Flexible schedule
Learn at your own pace
Gain insight into a topic and learn the fundamentals.
Beginner level

Recommended experience

1 week to complete
at 10 hours a week
Flexible schedule
Learn at your own pace

What you'll learn

  • Master customer engagement with AI-assisted communication, retention strategies, and account health insights to drive loyalty.

Details to know

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Recently updated!

June 2026

Assessments

28 assignments¹

AI Graded see disclaimer
Taught in English

Build your Business Essentials expertise

This course is part of the Microsoft Customer Service (with AI) Professional Certificate
When you enroll in this course, you'll also be enrolled in this Professional Certificate.
  • Learn new concepts from industry experts
  • Gain a foundational understanding of a subject or tool
  • Develop job-relevant skills with hands-on projects
  • Earn a shareable career certificate from Microsoft

There are 12 modules in this course

Strengthen your ability to build meaningful customer relationships using structured communication strategies and AI-assisted tools. This course focuses on empathy-driven engagement, retention tactics, omni-channel communication templates, and account health monitoring. You will learn to segment customers, calculate engagement uplift, draft professional service communications, and personalize AI-generated responses while maintaining clarity and tone. Using CRM insights and AI sentiment signals, you will assess key account health, design proactive outreach plans, and craft effective service recovery messages. Through applied exercises and a project, you will translate engagement data into actionable strategies that support loyalty, satisfaction, and long-term value. By the end of this course, you will be able to design and implement customer engagement strategies that combine human empathy with AI-enhanced efficiency.

This module guides learners on using empathetic language to enhance customer satisfaction.

What's included

1 video1 reading2 assignments

1 video•Total 4 minutes
  • Benefits of Empathetic Service•4 minutes
1 reading•Total 4 minutes
  • Empathy in Customer Service•4 minutes
2 assignments•Total 30 minutes
  • Empathy in Practice•15 minutes
  • Empathy Application Skills•15 minutes

Encourages learners to reflect on service interactions, fostering empathy and personal growth.

What's included

2 videos1 reading3 assignments

2 videos•Total 15 minutes
  • Importance of Self-Reflection in Service Roles•6 minutes
  • Developing Personal Reflection Strategies•9 minutes
1 reading•Total 4 minutes
  • Reflective Practices for Service Professionals•4 minutes
3 assignments•Total 60 minutes
  • Reflection and Strategy Development•15 minutes
  • Reflective Skills•15 minutes
  • Empathy and Emotional Reflection in Customer Service•30 minutes

Details on executing customer segmentation and engagement strategies to enhance retention.

What's included

2 videos1 reading2 assignments

2 videos•Total 16 minutes
  • Impact of Customer Retention on Business Success•7 minutes
  • Executing Proactive Chat Strategies•9 minutes
1 reading•Total 4 minutes
  • Customer Retention Techniques•4 minutes
2 assignments•Total 30 minutes
  • Segment and Engage•15 minutes
  • Engagement Strategy Skills•15 minutes

Guides learners through analyzing engagement metrics and refining strategies.

What's included

2 videos1 reading3 assignments

2 videos•Total 17 minutes
  • The Significance of Measuring Engagement•7 minutes
  • Evaluating Engagement Metrics•10 minutes
1 reading•Total 4 minutes
  • Techniques for Measuring Customer Engagement•4 minutes
3 assignments•Total 60 minutes
  • Measure and Analyze Engagement•15 minutes
  • Engagement Analysis Techniques•15 minutes
  • Engagement Strategies and Performance Analysis•30 minutes

Covers the essentials of template creation and AI integration for omni-channel responses.

What's included

2 videos1 reading2 assignments

2 videos•Total 14 minutes
  • Benefits of Unified Communication Templates•6 minutes
  • Developing Omni-Channel Templates•8 minutes
1 reading•Total 4 minutes
  • Omni-Channel Communication Strategies•4 minutes
2 assignments•Total 30 minutes
  • Create Your Omni-Template•15 minutes
  • Template Writing Skills•15 minutes

Focuses on optimizing the readability of communication templates for diverse audiences.

What's included

2 videos1 reading3 assignments

2 videos•Total 14 minutes
  • Importance of Readable Communication•6 minutes
  • Optimizing Template Readability•8 minutes
1 reading•Total 4 minutes
  • Readability Metrics and Adjustments•4 minutes
3 assignments•Total 60 minutes
  • Readability Enhancement•15 minutes
  • Readability Optimization Skills•15 minutes
  • Omni-Channel Templates and Readability Optimization•30 minutes

This module offers structured procedures for regular account assessments to enhance engagement.

What's included

2 videos1 reading2 assignments

2 videos•Total 12 minutes
  • Importance of Regular Account Reviews•6 minutes
  • Scheduling and Conducting Reviews•6 minutes
1 reading•Total 4 minutes
  • Account Review Processes•4 minutes
2 assignments•Total 30 minutes
  • Practice Account Health Reviews•15 minutes
  • Account Review Skills•15 minutes

This module provides insights into using health scores and identifying at-risk accounts for strategic focus.

What's included

2 videos1 reading3 assignments

2 videos•Total 15 minutes
  • The Role of Health Scoring in Account Management•7 minutes
  • Monitoring At-Risk Accounts•8 minutes
1 reading•Total 4 minutes
  • Health Scoring Metrics•4 minutes
3 assignments•Total 60 minutes
  • Health Scoring and Risk Identification•15 minutes
  • Scoring and Risk Skills•15 minutes
  • Account Health Reviews & Risk Scoring•30 minutes

This module explores structured approaches to writing effective apologies that foster customer trust.

What's included

2 videos1 reading2 assignments

2 videos•Total 8 minutes
  • Importance of Crafting Good Apologies•2 minutes
  • Drafting Apologies using AEAT Templates•5 minutes
1 reading•Total 4 minutes
  • Apology Frameworks and Practices•4 minutes
2 assignments•Total 30 minutes
  • Practice Apology Writing•15 minutes
  • Apology Writing Skills•15 minutes

Provides insights on using AI for adjusting tone to align with customer communications standards.

What's included

1 video1 reading3 assignments

1 video•Total 2 minutes
  • Significance of Apology Tone•2 minutes
1 reading•Total 4 minutes
  • Tone Adjustment Techniques•4 minutes
3 assignments•Total 60 minutes
  • Tone Adjustment Practice•15 minutes
  • Tone Adjustment Skills•15 minutes
  • Apologies and Tone Adjustment•30 minutes

Apply engagement and relationship strategies in a summative project that simulates real-world customer service contexts—while reinforcing when strategic planning, emotional intelligence, and human judgment drive lasting client loyalty.

What's included

1 video1 reading2 assignments

1 video•Total 3 minutes
  • Engaging Customers for Long-Term Success•3 minutes
1 reading•Total 4 minutes
  • Strategic Engagement Planning•4 minutes
2 assignments•Total 30 minutes
  • Conducting Engagement Projects•15 minutes
  • Customer Engagement Portfolio•15 minutes

Leverage generative AI to accelerate customer communication drafting, analyze engagement signals, and generate response recommendations—while understanding when human judgment and emotional intelligence remain essential.

What's included

3 readings1 assignment

3 readings•Total 12 minutes
  • AI as Your Customer Engagement Partner•3 minutes
  • AI Tools and Customer Engagement Use Cases•5 minutes
  • AI Limitations and Validation Requirements•4 minutes
1 assignment•Total 5 minutes
  • AI-Assisted Customer Engagement•5 minutes

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¹ Some assignments in this course are AI-graded. For these assignments, your data will be used in accordance with Coursera's Privacy Notice.